The Verve Hotel Boston Natick, Tapestry Collection by Hilton

Stephanie Mazzulla

So I normally do not complain, especially in a post but a few days later it’s still bothering me…. Last week I stayed here and had a nice experience, I thought it was odd they were called the tapestry Hilton because there design was pop culture. That didn’t bother me though. There was a very friendly man up front for customer service! He said hi to everyone and was quick w entering info. I told him I’d be back in couple days because I’m training for position out of state. Anyways I come back couple days later it was literally Jackle and Hide the difference. I was not greeted both hosts were looking down. I was actually surprised because that’s not the way I was treated week before. A woman asked for my info I gave my company info, she said that will be $1,5000 to hold room. I was off put because the company has a card on file. I explained this, she was quick to tell me I needed permission to use card. I was embarrassed I told her few days ago that the card was not needed in person. I said the man next to you checked me in w no problem. She then continued to say it was against policy. There were other people waiting to check in. I said give me few minutes I’ll call my manager. The man took phone and was very rude!!! He said to my boss that he told me last week that I needed card in person! This was Completely Untrue I was confused why he’d start blaming me, this is totally against customer service policies. After he got off phone he had my boss email info. They had me sit on bench for 40 minutes I finally went over and asked if they were set. Ohhh yes….even though they let me just sit there. There was no apologies for inconvenience or embarrassing me. I will be explaining situation in more detail to my boss. I don’t think I’d stay here again. When I went to my room the bathroom had no soap, which made me feel the room wasn’t properly cleaned. I went downstairs and the same man asked what did you need? I said the bathroom has no soap he came back w over six bars. Which was excessive and not kind. I’m posting this because your clientele should all be treated the same, whether I’m wearing Gucci or Levi’s. I will not name people at the desk but I hope they both have to read this and think about how they left me uncomfortable and might loose a business who always books trainees here!

Nathan S

This hotel did not meet expectations. The photos and descriptions online lead you to expect an upscale and luxurious hotel. However, in reality it felt very old with little upkeep and insignificant renovations. After attempting to check out and rebook somewhere else, we were offered an “upgraded” room. The front desk staff attempted to accommodate as best as possible (of course short of a refund) which earned the second star on this review, but still this hotel missed the mark. The rooms were old and dingy, with carpets that are probably older than myself. It seems they hung new art in each room and called it a “renovation” and not much else seems to have been touched in 20+ years. The windows, fixtures, carpets and furniture were all very old. The rooms felt cold and uninviting. The rest of the hotel feels empty and strange. Fortunately we only had a one night stay, because we could not wait to check out. Diamond members receive no perks, not even a bottle of water at check-in.

Amanda Ramirez

Three stars TOPS. I’m in my musty smelling room staring at a dirty ceiling. This hotel is old and basic and slightly gross at best.

Dalia Malaty

Excellent location with a very cool vibe. Great service and welcoming staff. Room was well appointed and had all the necessary amenities.